Team Leader of Call Center Customer Support

Team Leader of Call Center Customer Support - Summary

NorthKey Community Care is seeking a full-time Team Leader of Call Center Customer Support to oversee the daily operations of its customer support call center serving its multiple behavioral health outpatient offices in Northern Kentucky. This position will provide direct supervision of Customer Support Call Center staff at its location in Covington, Kentucky. General work hours are Monday-Friday from 8:00 a.m. - 5:00 p.m.

Team Leader of Call Center Customer Support - Perks and Pay

• Family and team oriented work environment
• Generous plan for paid time off (PTO)
• 9 Paid Holidays
• Individual and family health insurance, individual life insurance, and other insurance plans offered.
• 401(k) with employer match
• Potential eligibility for Student Loan Forgiveness through the Public Service Loan Forgiveness program.

Team Leader of Call Center Customer Support - Qualifications

• High school diploma or GED required. Associate's degree or above is preferred.
• Minimum of 2 years experience in customer support, receptionist, and/or administrative duties.
• Supervisory experience preferred, but not required.
• Ability to multi-task, prioritize, and manage time effectively.
• Possess strong communication and active listening skills.
• Ability to adapt and respond to different types of individual needs.
• Demonstrated ability to assume responsibilities and work independently.

Team Leader of Call Center Customer Support - Job Duties

• Oversee the daily operations of the Call Center and coordinate all aspects of the workflow and staffing.
• Responsible for assuring timely access to behavioral health services.
• Train and oversee staff in procedures and monitor performance.
• Provide ongoing technical guidance and direction to Call Center staff, ensuring acceptable standards of customer interactions.
• Compile and analyze data on Call Center operations, prepare reports, and make recommendations for improvements.
• Track and communicate issues and resolutions regarding current processes.
• Maintain regular communication with supervisor regarding Call Center activities and concerns.
• Provide assistance with problem identification and resolution in order to achieve customer satisfaction.
• Provide Customer Support duties and backup coverage as needed.

NORTHKEY COMMUNITY CARE - COMPANY OVERVIEW

Since 1966, NorthKey Community Care (NorthKey) has provided effective and efficient mental health, substance use, and developmental disabilities services to the Northern Kentucky region with the commitment to providing the right service, at the right time, and in the right place. With multiple convenient locations throughout the Northern Kentucky region (Kenton, Boone, Campbell, Grant, Carroll, Gallatin, Pendleton, and Owen counties), NorthKey offers a wide array of mental health, substance use, and developmental disabilities services unparalleled in the region. Come join the NorthKey team to help Transform Lives and Communities Through Excellence in Mental Health, Substance Use, and Developmental Disabilities services!

Job Type: Full-time

Pay: From $37,400.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• What is your requested compensation?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)
• supervisory: 1 year (Preferred)
• working in a healthcare setting: 1 year (Preferred)

Work Location: In person